This Company Just Set the Bar High! - Komperdell Trekking Pole Repair and Warranty Experience
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- Опубликовано: 11 июн 2022
- Recently I broke one of my Komperdell Trekking Poles so I contacted the company to get a repair done.
This is what happened.....I'm shocked!
This is AMAZING!
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Luke, I hope you are well! The company gains more from this than your repair will cost! Your good word is worth gold!
They didn't know it was him
@@marko7969 I guarntee they do now. Or at least when he sent them in
Komperdell has been around for a long time and they are known for their quality. They tend to charge a bit of a premium for their products, but apparently, it is worth it because of their customer service. I have one pair of Komperdell trekking poles among a number of other brands. Their products are good and although I have not had to test their service and support quality, it appears that they have outstanding service and support.
I own four sets of trekking poles including a set of red Comperdells that have some thirty years of use, still work and function only as tarp supports. That is first rate customer service!
That is outstanding customer support! I had a similar experience with Exped, has a sleeping pad with a slow leak that I couldn't trace. I emailed them inquiring about a repair and told them that I had no proof of purchase and could not prove if they were within warranty. They were very quick in replying to send it in and that they would happily repair it. They did, and two weeks later I had my pad back 😁
Exped has great customer service. I bought an Exped scout hammock combi. Great quality but I could not get a good hang in it. And then I met a guy at my campground who's an expert hammock camper and also sleeps in a hammock at home so 365 days a year. I explained my problems and asked what I was doing wrong. He said let's go and have a look. He said my angle was wrong, must be 5% angled towards your head and it's missing a solid ridgeline between the carabiners on the slings. It takes tension of the hammock so it's easier to lie diagonally. Tried that and had a great sleep so he was absolutely right.
Rang up the store where I bought it. Do you guys know about this. Yes a known problem. And I rang the Dutch importer of Exped. They said sent us an email. I did with the intention of a product improvement and not to complain. They were very interested and rang up the headquarters in Swiss.
They got back to me and told Exped was planning to add a solid ridgeline in a new model of the scout. They listen to customers.
Also had a great experience with Exped, in my case it was a faulty pillow. Not the quickest response, but they were great and handled the situation professionally.
Hi, Luke! I can share something with you. For years I worked in the returns dept of a multi billion dollar worldwide company that deals mostly with online ordering. (No, not Amazon). We were known to have a pretty simple return policy. Warranty/defective product returns were something I worked everyday. Going back to the previous video, where you were told to discard the product-that's what we tell our customers as well most of the time. I believe it is just more cost efficient to have the customer dispose of the product & have a new one sent out at no charge. Not saying I agree with it but that is The way it is with a very large company. With the situation like the poles being out of warranty, We usually would say sorry-- that is out of warranty and there is nothing we can do. ( There are always exceptions of course). So for that company to accept the poles, repair them and send them back at their cost is extraordinary. That is a company that truly values their customers-and I am very impressed.
Thanks Luke. In a world turned upside down its a breath of fresh air to hear if a company going over and above.. like to thank the company and you for your great review.
Brilliant that they just asked for them and stood by their product, this is what your working for in my opinion, well done Luke and Komperdell
Big respect to Komperdell for the impressive service and standing behind their products
Thanks great to hear Luke. I’ll remember the company’s name in the future. After all, no dollar is spent without first watching a review from you first. Cheers, Ken
That company was awesome, they help right away Luke it just took fifteen minute thank you sharing this with me
Never heard of this company. If I ever need new trekking poles, and come across this brand, I would have no problem buying from them based on the fact that they not only lasted this long but on the great customer service as well.
Their ski poles are great!
Luke, nice to have a company that treats customers this way! Thanks for sharing!👍
Had a pair several years ago I sent in for some repairs. Short story is they didn’t have parts. Got called telling me they were sending me a new pair and whether I would like cork or foam for the handles. Awesome customer service
Quality merchandise , quality customer service. There are companies out there that still believe in great customer service. Coleman is another one. I needed a generator for a double burner over 60 years old. Coleman manage to find one generator in their stock. They sent it to me at no cost within 4 days.
Customer service rarely heard now days. Excellent!
So good to hear of such excellent customer service.
Very impressed. Most companies would most likely had taken and replaced them if they didn't have the parts, but it seems they were able to use parts on hand that made repairing them possible. Says good things that they were willing to try repairing them and that probably the poles they sell now still use the same parts. That's very good to know.
I’m impressed that a company now days still value the customer.
They did the right thing. Excellent
what an awesome company , quick reply, and with older poles WOW
Nice to know, hats off to komperdell!!!! Well done!!😊
In my experience Luke the way you contacted them and the fact you were polite and humble it does go a long way with companies. Have had similar experiences.
Have been thinking of getting some new poles, this will encourage me to be a customer.
Komperdell best trekking poles period, great review of them. Top notch company
Out standing response by Komperdell, over the years I have yet to test a warranty on anything . Happy Trails
i use komperdell and have had similar positive experiences with their service. i wore the tips down toi the plastic part and they sent me a whole new bottom section of the pole to swap out.
Great customer service, glad to hear!!
Customer service, especially in this day and age, I appreciate so much. Especially when it feels like an actual human being is talking with you. I'll make sure to recommend their products
I had a similar experience with Montem Ultra Z trekking poles. They had a twist-tightening mechanism like your Komperdell poles, which I also manhandled to the point they no longer lock. I called the company to ask if there was any way to repair them, and they simply shipped me a new pair, no questions asked. They do have a lifetime guarantee, but they had no problem with the fact that it was operator error and not a quality issue. It’s good to see that some companies have these values.
It is so refreshing to hear of such a wonderful and smooth support experience. Props to Komperdell, definitely impressed
As someone who works in customer support, it's incredible what you get in return when you treat the support recipient with courtesy. As a pro tip: be nice and you can get free stuff, if not at least good service.
Never heard of this company before but they have my respect for their products.
That response is a rarity. Most larger companies make you jump through numerous hoops to get ANY action, let alone stellar service like you received. Great video, Luke. Strength and honor.
That top notch customer service. Wow.
Hey luke..I hope your day is going Well....Great to see the customer service is Above the rest❤
Amazing - Well done for letting your viewers know this. Next time I am in the market for new trekking poles I will look at Komperdell.
I have a couple of trekking poles that I purchased from Cabelas. Number of years ago, but it's good to here that they made repairs compaired to other's who may not.
wow !!!!
some companies really do step up!!!! & BEYOND. I WISH ALL companies would be as steadfast & worthy !!!!
Terrific review, Luke. Thank-you. Some companies are just diamonds with their customer service. With me it was GREGORY (huge customer service!) and BIG AGNES. B.A. was just the Twister Cane sleeping pad. They said they never saw a manufacturing defect like that to date. Sent me a brand new one. Had to mark Warranty in thick felt pen on the bad one and send them a photograph. That's all.
I have had very similar services from Jetboil, the flux ring on my cup had come away, and as I bought it off a friend who had had it for a few years, so I knew it would be out of warranty. I basically asked them if they could suggest how I could fix it or what the cost would likely to be as I knew it was out of warranty and second hand.
Within about 2 days (bearing in mind it was bank holidays in the UK at the time) I received a very nice email back apologizing for the lat reply and telling me that at the current time they were having a supply issue (covid/Brexit) but they have managed to find an exdisplay model that they could send free of charge. I was very pleased with the level of customer service and very grateful. The young lady I dealt with is a credit to the jetboil name and company.
Howdy Luke. It is awesome to see a fine company provide this kind of service. I will be recommending them to my other campers! Thank you Komperdell. :- ) Later on ......
I think that they did well. You were very lucky.
Just bought a set and after hearing this amazing warranty, very excited to use. 👍
Outstanding by Komperdell. Nice to know some companies still have excellent customer service. I will buy Komperdell for any of their products I may need,even pay more, just because of this video Luke. Obviously they make high quality products as well.
I had a pole bent on my decades-old Eureka Timberline. Bent by my drunken father-in-law falling on it. Replaced, no questions. Bought a Eureka tent from a place that was going out of business. Later realized the fly was the wrong one! Inquired about obtaining the correct one, willing to pay of course, sent one for free! Black Diamond tent had the coating delaminate from the rain fly, replaced no questions asked. Biggest thing though is my Gregory back pack. 10-12 years old, used and used hard. I simply wanted it repaired, willing to pay. It was replaced by their newest upgraded model, for free. I was stunned. Buying quality gear upfront is an expense but worth it in the end. I don’t use trekking poles but if I start I know where to shop.
That was very nice and professional of them. I will keep their name in mind next time I go looking for new poles!
The Tilly Hat give a guarantee that is also extraordinary, they will replace it if wears out.
I had one given to me 30 years ago, I wore it the heat and dry of India, the monsoon rains too. Three long trips around Asia, long use in North and central Africa as well as many many summers in Europe. A small hole developed into a bigger one so I contacted the manufacturer. They replaced it free of charge.no problems at all.
They say that you can leave a Tilly Hat in your Will, it's true.
I wish all companies would treat their customers in this way and make good products that can be repaired.
FYI: Komperdell also manufactures a number of poles under other labels such REI poles. As a retailer, a few years ago, I was getting a number of Komperdell poles with broken flick-locks on them. I was able to repair many by robbing parts off of other broken pole sets and was running out of spare parts at one point. I then reached out to Komperdell and asked if they could send me some flick-locks to continue repairing poles, They send me enough supplies to last me a year or so without charging me for them, just customer service! Although I consider their product second tier quality, my experience with their customer service is top notch.
...good one, keep safe and well..
If only every company was this conscientious, the amount of fixable products thrown into landfills would plummet dramatically. I am not the kinda guy who has to have the newest version of everything and am more of a 'find what works and stick with it' person, so being able to have things repaired by the people who made them is a blessing. Nicely played Komperdell.
It is a real joy to hear about it when a company goes above and beyond in customer service. Kudos to them. And kudos to you for making a point to tell us about it. Too often people tend to take the positive for granted and dwell on the negative.
here in the UK I had a similar experience with a six month old Burly travoy bike trailer bought from Triton cycles , they replaced it very quickly without fuss , both Burley and Triton have excellent customer service , I would not hesitate to buy from them in the future or recommend them to others , in these days of social media bad customer service can seriously effect a companies sales, people look for good reviews before ordering , so we'll done to this company for going the extra mile
What an amazing company Luke thank you for cheering with all of us I highly appreciate what you do God bless you always my friend
What a great company👍and great communication both ways. Fair dinkum service 10/10🙂
That's a good customer service!
Based on this video, I ordered a set of Summit Carbon Kommperdell poles. They just arrived today. Everything about these poles looks quality. I can't wait to test them on the trail.
Oh, and about the new carbon poles, the area that tends to break, the lower part of the shaft, that is now made of aluminum. So, I get the strength down low, where it needs it, and the weight reduction higher up.
Good company. Their are a few companies I stick with. Leki has repaced pole parts on my trekking cork lite twice. They are aluminum and carry a lifetime warranty. All I paid for was the shipping and these poles are over 10 years old. Another company, Six Moon Designs: I bought a Lunar Solo on a facebook backpacking forum for 90 dollars, seam sealed. Took my dog backpacking and he tore thru the mesh. Long story short, I emailed SMD and sent pics asking if they could repair it, explaing what had happened. I sent it in, and they replaced the tent with the latest model, seam sealed, due to a warranty defect in the ceiling. You find a good company, stick with them👍 Great review Luke.
Excellent service from Komperdell. 👍🏻 A few years ago I fell a bit while crossing a creek and broke one of my Mountainsmith trekking poles. I sent them a photo and they replaced it. I was a happy customer. 😎
I've found that any good company will repair or replace out of warranty products of you're polite and honest. I've had many items throughout the years that I've had either repaired or replaced well out of warranty at no charge to me.
absolutely fantastic customer service there. That is truly impressive that they would not only repair them for free so far past the warranty and at your own fault but also cover the shipping cost to send them back to you. Absolutely fantastic.
Awesome. I love buying from this sort of company. I'm thinking of buying the KOMPERDELL C3 CLOUD TREKKING POLE, and wanted some sort of non-biased info about the company. Thanks Luke.
Wow! I'm impressed by the team at Komperdell! I'll check them out the next time I need to upgrade my trekking poles! Thanks for the honest review, Luke!
This is a company that stands behind its product and appreciates its customers and what they did shows it!
Bravo for the company
I like these happy success stories. I don't have any trekking poles and don't usually do the kinds of outdoor activities that necessitate then but if I do, and probably will eventually, I will use this company.
It brought tear to my eye. A company who treats people right that's a company I would buy from. Thank you for sharing.
That was fantastic customer service!
that's an awesome result , most companies don't even respond to you're first enquiry
Thanks for the video, always good to hear
Very timely. I was shopping for poles today. I'm going to buy Komperdell based on this video. Thank you.
Good to hear a positive experience. When I worked at Eastern Mountain Sports in Blasdell, NY, we honored repairs or replacements. It was a good company to work for, precisely because of its quality equipment and return policy.
I've been looking into getting some trekking poles and this sealed the deal. I will be going with komperdell poles. Outstanding job komperdell.
Some of the companies out there are very awesome when it comes to their products!! Thanks for sharing and kudos to Komperdell!!
Now that's great customer service! That's number one in my eyes! Thankyou for sharing Luke!
Awesome, it’s great to hear about companies that stand behind their products and customers. I had the same positive experience with Stanley….had a thread bare stopper that needed replacement and they sent me a new one free of charge. I mentioned in my email that I wanted to buy a new one and they sent me a brand shiny ✨ new one instead. Cheers 🍻, take care and stay frosty!
I had snapped one of the latches on my Leki trekking poles due to cold weather and was unable to find a replacement part on their website I sent an email with my contact information to them requesting a part number to order a replacement.
About two days later I received a package containing the part for no charge.
Bravo, Komperdell. I love seeing videos like this. Thanks.
Great video. Customer service is so valuable and so are these insights. I’m shopping for trekking poles now and had not heard of Komperdell before this video. Based on this information, I’m buying from them. No question. That service was impressive. Thanks!
It's nice to see some companies who still cares about they're products and customers. Thumbs up to them 👍🏼👍🏼
Great video I'll have to check out they're poles.
I did an AT thru hike with a pair of komperdells. They held together fine. Had to go back to Leki though. Their lifetime warranty is no joke
That is a great company and one I hope will be around for long time we don't say anything about the good ones and don't get the bad ones off the market
You know what other company reminds me of this? Decathlon. They actually called me to get something refunded and sent out as well. They called me…. Never seen that before. Love when companies treat their patrons well.
Very impressive. These types of testimonies speak volumes for a company, their products, repair policies and warranty.
Good to hear, just bought a pair!
I've have excellent service from both Komperdell and Kohla trekking poles, also Rossignol ski poles, which I've used for tarp tent use as they manufacture a thicker tube and longer length pole.
Fantastic! I think I know where I want to purchase my trekking poles.
Thanks as always!
Luke hope you and Susie do a overnight adventure please stay safe we just have not had you to on a quick get away
Awesome! Love the newish series, of course your channel overall and really appreciate the real world investigation element. Keep it up!
Excellent company service to go beyond the 3 years warranty!!
This makes me want to go buy a pair!
Glad you shared this great story, never heard about this brand before. When I upgrade from my $23 Walmart poles I will give these my first look.
Man, that was cool. Greetings from Belarus tourist!
Cool. 2 thumbs up for them. Thanks Luke.
That’s an impressive response from Komperdell! Yes a very high bar has been set for customer service! Credit where credit is due. Nice one Luke👍
They are out there! Some companies are just better than others, lets face it. This company is one of those that stand above, just receiving the communication was telling, not to mention the actual repairs and return shipping. Nice effort Luke👍👍, two thumbs up to you and this company. Thanks.
Hello Luke, hope you are having a fantastic weekend. What an impressive company indeed! I will love to purchase from this company, just so happens I wanted some new gear and love to support someone who supports their customers ❤
By far the best Gray man / stelth camping peac of gear you can have. Explain your selfe to outhers with out saying anything. With tracking poles you are allways just the guy that is going for a walk, if you get cought not on the path you can say you are lost or you take a short cut. I love my trekking poles
Your video just solidified my purchase of a pair! @Komperdell get this guy a sponsorship!
Bought my first pair of trekking poles recently with zero research done. It happened to be a pair of Komperdell poles. Glad to see I lucked out with a company that handles business like this
Great report, Luke! I've had 2 excellent warranty examples lately, one from Thule for my bicycle Tour Rack where a small plastic tube clamp had broken; they sent me an entire new rack! It's just a small plastic piece, and these racks aren't cheap; the only questions asked were to please send some photos of the affected part. Less than a week later I was all set with an entire new rack. The other was my Hydrapak hydration bladder. My USMC assault pack was stolen, then recovered by the police, but besides having to scrub, wash, & fumigate it in a garbage bag filled with Ozium overnight ( we use it in the military, it's an antibacterial aerosol spray which will get rid of the stench of dead bodies, and get rid of odors instead of just adding a useless scent) to rid it of the stench it had when returned to me, there was a small leak at the bladder connection point. Same deal, all they asked for was photos, and in TWO DAYS an entire replacement bladder, same heavy duty military product version, was in my hands. That's what I call Customer Service, as opposed to "lip service." Keep these video reviews coming Luke, you're really doing people a huge service by letting them know which products and companies are great, and which ones to be wary of. I'll bet you've saved a lot of folks some seriously miserable experiences, in some cases even life threatening. Strength and Honor indeed, young man!